Iso 9000, Service Quality and Ergonomics Stanislav Karapetrovic

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Managing Service Quality
Emerald Article: ISO 9000, service quality and ergonomics Stanislav Karapetrovic

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To cite this document: Stanislav Karapetrovic, (1999),"ISO 9000, service quality and ergonomics", Managing Service Quality, Vol. 9 Iss: 2 pp. 81 - 89 Permanent link to this document: Downloaded on: 17-10-2012 References: This document contains references to 27 other documents Citations: This document has been cited by 3 other documents To copy this document: This document has been downloaded 1952 times since 2005. *

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While ISO 9000 series are technical, presenting specifications, requirements and guidelines for quality systems, TQM emphasizes teamwork and customer satisfaction. Put another way, TQM is quality management with “a human touch”. Does this mean that ergonomic aspects of the workplace and customer satisfaction are not emphasized by ISO 9000? Does quality assurance (ISO 9000) emphasize ergonomics and 81

The author Stanislav Karapetrovic is based at the Department of Industrial Engineering, Dalhousie University, Halifax, Nova Scotia, Canada. Keywords Ergonomics, ISO 9000, Quality assurance, Service quality, Workers Abstract This paper addresses some ergonomic issues in the ISO 9000-based quality assurance. Ergonomics – the study of human factors in engineering and design of systems is briefly touched on. Then, outlines of ISO 9001 and ISO 9004 quality system models are provided, and all 20 requirements of the current ISO 9001:9004 standard are presented in an ergonomic light. Subsequently, human factors in the documentation and implementation of a quality system are illustrated. The relevance of ergonomic studies in the development of service systems is addressed. Finally, a blueprint for an ergonomic assurance system, defined as a set of interrelated

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